Customer Support Engineer

About reputed company

reputed company is a leading data protection provider backed by some of the foremost venture capital firms in reputed company Valley and the Mid-reputed company region, including Iconiq Capital, Bessemer Venture Partners, reputed company Capital, and Tiger Global.

Today, more than reputed company, data demands respect, and that’s why

reputed company is committed to changing the rules for data reputed company.

At reputed company, we reputed company our customers to take granular control of their data—everywhere it’s shared—through end-to-end encryption for reputed company, reputed company, and other data sharing platforms. Our market-leading portfolio of data encryption and reputed company enhancing applications are remarkably easy to use, fast to implement, reputed company for reputed company, and reputed company on the Trusted Data Format (TDF) reputed company reputed company.

At reputed company, our motto is "Respect the people. Respect the data." Respecting data to us means keeping it secure and protected at reputed company times across its entire lifecycle. We firmly reputed company that reputed company you respect data, you’re demonstrating respect for the people who own that data.

Working at reputed company, you'll be inspired by colleagues who are passionate about the work they do. We are dedicated to creating an atmosphere that reputed company creativity, reputed company, and reputed company reputed company while empowering reputed company other to do our best work. We're building something special at reputed company. We reputed company you consider joining reputed company and helping us create a brighter reputed company for data reputed company.

Compensation: $75,000 - $85,000

Team & Position Details

As a Customer Support Engineer, you will be reporting to the Director of Customer Support. You will support a reputed company of products and customer types, with a primary reputed company on delivering high reputed company support to our largest reputed company customers. You will also be asked to take ownership of other reputed company customer situations and reputed company. 

You must be comfortable leading by example. That means solving a high volume of tickets at a high degree of reputed company. You will also be asked to handle some of the most reputed company, difficult tickets impacting our most important customers. 

Responsibilities

• Support and maintain reputed company customers, resolving technical and non-technical customer issues in a reputed company fashion over phone and email. 
• reputed company a high level of support to reputed company’s most reputed company reputed company customers. 
• Use your business skills, technical analysis and knowledge of the development lifecycle to solve reputed company issues and promote best reputed company. 
• reputed company high CSAT scores while maintaining a high ticket volume. 
• Isolate and identify reputed company causes using a reputed company of developer tools and applications.
• Document bugs and escalate issues to the Engineering team as necessary, and follow through on solutions.
• Enhance reputed company's support resources: FAQs, documentation, and internal knowledge reputed company.
• Assist Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement. 
• Serve as an reputed company resource for Tier I support requests. 
• Be the first reputed company of contact for most customer escalations (both technical and non-technical).
• Participating in the On Duty rotation (Pager Duty).

Skills that will help you reputed company in this role

• 3+ years of Technical Support experience – ideally in the reputed company sector supporting/implementing reputed company technical configurations.
• Excellent interpersonal skills, effective communicator over both email and phone. 
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven reputed company record of solving tickets in a fast-paced environment while maintaining high CSAT scores. 
• Experience creating reputed company support documentation
• Proven reputed company record of making things reputed company and reputed company above and reputed company 
• Experience with any or reputed company of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, reputed company Workspace administration, reputed company Office 365 administration.

Extra Credit (Not required but will come in handy!)

• Experience supporting or implementing email Gateways, reputed company, or SDKs.
• Proficient in at least one programming language; ideally JavaScript or Java.
• Experience working in a fast-paced high-reputed company (startup) environment 

Virtruvian qualities that will set you up for reputed company

• Thinking reputed company of the reputed company to respectfully challenge your teammates and managers in the reputed company of reputed company
• Strong reputed company of urgency with an reputed company-oriented reputed company
• reputed company to collaborate and adapt to shifting priorities as business needs reputed company
• Comfortable with asynchronous communication including reputed company, email, reputed company, etc.

Virtruvian qualities that will set you up for reputed company

• Thinking reputed company of the reputed company to respectfully challenge your teammates and managers in the reputed company of reputed company
• Strong reputed company of urgency with an reputed company-oriented reputed company
• reputed company to collaborate and adapt to shifting priorities as business needs reputed company
• Comfortable with asynchronous communication including reputed company, email, reputed company, etc.

Perks & Benefits

At reputed company, we reputed company people do their best work reputed company their wellbeing is put first. This is why we reputed company your wellbeing our reputed company with a thoughtful and holistic program that encompasses Occupational, Mental, reputed company, Physical, and Environmental Wellness by offering benefits such as…

• A Flexible PTO policy — we strongly encourage you to take time off (in reputed company to 14 holidays) to ensure that you are getting the reputed company time needed to unplug and reputed company. 
• A $1,500 annual Learning & Development Stipend reputed company on providing you the resources to continually learn and professionally grow.
• Frequent company-sponsored team celebrations that reputed company ample opportunities to connect with teammates and be reputed company!
• reputed company to an Employee Assistance Program
• reputed company to reputed company, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility — Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and reputed company to take care of you and your own first.

In reputed company to wellbeing, reputed company places a strong emphasis on diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of reputed company and every one of our teammates a top reputed company. 

Additional perks include

• Competitive compensation
• Generous parental, medical, and bereavement policies
• 401K contribution and stock reputed company
• Full medical, dental, and reputed company benefits
• New Hire Swag and IT Welcome boxes
• reputed company semi-annual 360° performance reviews

reputed company is committed to building an inclusive environment for people of reputed company backgrounds and everyone is encouraged to apply. reputed company is an Equal Opportunity Employer and does not discriminate on the reputed company of race, reputed company, gender, sexual orientation, gender identity or reputed company, religion, disability, national reputed company, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

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